Who is this article for?

Administrators familiarizing themselves with Ideagen Hub.

No special access or permissions are required.

To support you through your move to Ideagen Hub, we’ve compiled a set of frequently asked questions covering the essentials from setup and login to user guides, support routes, and product preparation.
If you’re looking for quick answers or want to double‑check something before go‑live, this is the best place to start.

To make these FAQs easier to navigate, questions have been grouped into the following sections:

• About Ideagen Hub
• Migration process and timeline
• Authentication and passwords
• Access and product experience
• Features and benefits
• Notifications, shortcuts and AI
• What to expect and getting help

About Ideagen Hub

What is Ideagen Hub? Ideagen Hub is your command center for operational excellence — one platform that unifies every Ideagen solution, integrates Luminate customer support and gives you access to Mazlan AI. It provides single sign-on, faster performance and intelligent capabilities, all in one place.

Why is this migration happening? We're bringing all Ideagen solutions into Hub to give you a better, more unified experience. Hub eliminates the need to juggle multiple logins, provides integrated support through Luminate and delivers AI-powered insights to help you work smarter.

What will look different after migration? For platform users — such as incident managers and risk managers, you will login as normal, authentication will happen through Ideagen Hub before being automatically directed into Ideagen Healthcare Guardian. Once you're in the platform, nothing changes. Your data, workflows, features and interface remain exactly as they are.

For end users who access Ideagen Healthcare Guardian through direct form links (for example, to raise an incident), there is no change. This access route is unaffected by the migration.

For Administrators who require to create new user accounts you have login directly into Ideagen Hub. From here you can create your new users, then link back into Healthcare Guardian to amend their group memberships. All other administration functionality remains the same.

What stays the same?

• Your Ideagen Healthcare Guardian platform, features and workflows
• All your data — nothing moves or changes
• Your direct form access routes (SSO and anonymous access)
• Your homepage, branding and navigation
• Permissions, roles and user configurations

Migration process and timeline

When will my migration happen? Migrations are being phased across several cohorts. You will receive advance notice of your specific migration date by email.

Will there be any downtime during migration? No, there will be no downtime as part of the Ideagen Hub migration process.

Will I receive communications before my migration? Yes. You will receive email communications and in-product notifications in the lead-up to your migration date. Administrators will be contacted first, before any communications reach end users.

Authentication and passwords

How does login work after migration? Platform users will log in through Ideagen Hub and be authenticated before being directed into Ideagen Healthcare Guardian. Your existing bookmarked links will continue to work — they will simply route you through Hub authentication automatically.

Will users need to reset their passwords? Users who currently log in with a username and password will need to reset their password as part of migration. You will receive a welcome email prompting you to do this. SSO users will not need to reset their password.

I've received an email from Ideagen Hub asking me to set my password — is this genuine? Yes. When your account is migrated, you will receive a welcome email from Ideagen Hub asking you to set your password. This is a legitimate email — it is not phishing. If you are unsure, contact your administrator, who can re-trigger the welcome email from the Hub admin console if needed.

What if I miss the password reset email? You can use the "forgot password" option on the Hub login screen to trigger a new reset email. Alternatively, your administrator can re-trigger your welcome email from the Hub admin console.

What is changing about usernames? Ideagen Healthcare Guardian currently uses first name and surname (with a space) as usernames. These will be migrated to email addresses as part of the Hub migration. Ideagen will handle this change in the background — you do not need to do anything before your migration date. From migration onwards, users should log in using their email address.

Do admins need to do anything to prepare user accounts before migration? No. Ideagen already holds email addresses for Ideagen Healthcare Guardian users and will update usernames in the background as part of the migration process. There is no action required from admins before migration.

What about new users added after migration? Post-migration, user management moves to Hub. New users should be added through Hub, where they will be provisioned using their email address.

I use SSO — what changes for me? Your day-to-day login experience will remain the same. However, your IT team will need to update the SSO configuration to point to the new Hub URL rather than directly to Ideagen Healthcare Guardian. This is an IT-side change and does not affect end users.

For NHS Mail customers specifically — what do we need to do? NHS Mail customers will need to contact NHS Mail to update their SSO configuration to point to Hub rather than directly to Ideagen Healthcare Guardian. Your administrator or IT team should action this ahead of your migration date.

Access and product experience

Can I still access Ideagen Healthcare Guardian directly without going through Hub? Yes. If you use your existing bookmarked link, you will be routed through Hub authentication automatically and directed straight into Ideagen Healthcare Guardian. You are not required to go through the Hub home screen every time.

Will form access change for end users? No. Users who access Ideagen Healthcare Guardian through direct form links — for example, to raise an incident anonymously or via SSO — will see no change to their access route. This includes both SSO-based form access and anonymous access.

Will my post-login homepage and branding change? No. Any custom branding, logos or homepages your organisation has configured within Ideagen Healthcare Guardian remain unchanged. Hub authentication happens before you reach the platform — what you see after login stays the same.

Can our organisation customise the name of Hub or the Ideagen Healthcare Guardian tile? The name of Ideagen Hub and the Ideagen Healthcare Guardian tile are not configurable. However, your post-login experience within the platform — including any custom branding or navigation you have set up — remains exactly as it is.

How does this affect access to training sites? Individual customer training and UAT sites will be available as separate tiles within Hub, so users with access to multiple instances can log in once and access all of them. The central Ideagen training site will also be made available through Hub. Access to training environments remains provisioned by administrators, so users will only see the instances they have been given access to.

How does this work for multi-site organisations? Organisations with multiple Ideagen Healthcare Guardian sites will see each site as a separate tile within Hub. Administrators who have access across multiple sites can log in once and navigate between them without needing separate credentials. This is particularly beneficial for organisations managing several sites under one structure.

Will this affect how we access multi-org or super-organisation setups? There is no significant change to how multi-org setups work. Administrators with cross-site permissions will find Hub makes it easier to access all instances from a single login.

Are there any changes to information governance or data protection? No. There is no change to data storage, infrastructure or data processing as part of this migration. No data moves or is transferred to new servers. Your existing Data Processing Agreements remain valid and do not need to be updated. For organisations that have specific IG review processes, the key message is: this migration changes how users authenticate, not what data is held or where.

Does Hub meet accessibility standards? Yes. Ideagen Hub is built to Web Content Accessibility Guidelines (WCAG) 2.2 — the current global standard. There is no change to the accessibility of the Ideagen Healthcare Guardian platform itself.

Will Hub affect system performance or page load times for users on older hardware? No. Hub authentication happens before users reach the Ideagen Healthcare Guardian platform. Once logged in, the platform loads exactly as it does today — Hub does not affect page load times or system resource usage within the product.

Features and benefits

You can find out more about the benefits Ideagen Hub by visiting our dedicated Hub pages. Hear from our CTO John Molamphy and see a demo of Ideagen Hub in action: One hub, endless possibilities.

What are the benefits of Hub for me? Hub gives you a single login to access all your Ideagen products, integrated Luminate support accessible with one click, access to Mazlan AI capabilities and faster performance on modern, secure infrastructure.

How do I access Luminate after migration? Ideagen Luminate is integrated directly into Hub. You can access support, help articles and community forums with a single click from the Hub home screen — no separate login required.

Do I need a separate password for Luminate? No. Your Hub login gives you access to Luminate. There is no separate password required.

What browsers are supported for Hub? Hub supports all modern browsers including Chrome, Firefox, Safari and Edge.

Notifications, shortcuts and AI

Will I get access to Mazlan AI through Hub? Being in Hub is a requirement for any current or future access to Mazlan AI. The Mazlan AI agent within Hub will be accessible to Ideagen Healthcare Guardian customers, though the relevance of available content is still being assessed. A dedicated Ideagen Healthcare Guardian Mazlan AI agent is in development and is expected to launch within the next two months. Specific features and timelines will be communicated as they are confirmed.

Note: Due to the regulatory environment many Ideagen Healthcare Guardian customers operate in, your organisation may have its own internal approval process for AI adoption. We recommend checking with your compliance or governance team if you have questions about using AI capabilities.

What to expect and getting help

If I have a problem after migration, how do I get help? Contact Luminate support. Once you are in Ideagen Hub, Luminate support is accessible directly from the Hub home screen. If you cannot log in at all, contact your Customer Success Manager.